Terms & Conditions

General Terms and Conditions for Customers

These General Terms and Conditions for Customers govern the contractual relationship between DineOS, operated by Reactor Technology OÜ, and its customers. They apply exclusively to customers and do not extend to business users. Businesses, including but not limited to restaurants and stores, are subject to separate terms and conditions specifically designated for business partners.

1. Definitions

Offer

The selection of products and/or services made available by a Business and accessible for ordering by a Customer through the Platform.

Order

A request submitted by a Customer via the Platform to a Business in relation to its Offer.

Customer

Any natural person who is at least 18 years of age, or any legal entity, that places an Order through the Platform.

Agreement

The contract concluded between the Customer and the Business concerning an Order, including its delivery or collection.

Platform

All websites, mobile applications, software, tools, and other digital or technical solutions operated by DineOS, Reactor Technology OÜ, and/or its affiliated partners through which the Service is provided.

Business

Any company or trader displayed on the Platform that offers, prepares, sells, packages, delivers, and/or serves products or related items, and that uses the Platform to establish and receive payment for Agreements with Customers.

Business Information

All information provided by a Business on the Platform, including but not limited to trader details and contact information, descriptions of products and services within the Offer (such as allergens, ingredients, and nutritional data), prices (including VAT where applicable), logos and visual materials, delivery areas and postal codes, delivery fees, minimum order values, and any other relevant business-related information.

Age-Restricted Item

Any product that may only be sold or supplied to individuals who meet a legally required minimum age, including but not limited to alcoholic beverages.

Service

The commercial services and activities offered by DineOS to Customers, including the presentation of the Offer, facilitation of Agreements between Customers and Businesses, and the transmission of Orders to the relevant Business. Services provided directly by the Business to the Customer are not part of the Service offered by DineOS.

DineOS

The platform operated by Reactor Technology OÜ, a company registered under Estonian law with registration code 17269516, acting on its own behalf and, where applicable, on behalf of its affiliated entities and partners.

Tip

A voluntary amount paid by the Customer, intended for the courier responsible for delivering the Order.

2. Identity of DineOS

DineOS is operated by Reactor Technology OÜ, a company incorporated under the laws of Estonia and registered with the Estonian Commercial Register under registration code 17269516 and VAT number EE102885275.

Registered address:
Kesklinna linnaosa, Narva mnt 5,
Harju maakond, Tallinn, 10117, Estonia

Email:
info@reactoragency.com

Telephone:
+49 157 73720817

3. Applicability

These General Terms and Conditions for Customers apply solely to the Services provided through the Platform.
When a Customer places an Order via the Platform, an Agreement is formed directly between the Customer and the relevant Business for the delivery or collection of the selected Offer.
Unless explicitly stated otherwise, use of the Platform and the Services is limited to individuals who are at least 18 years of age.
Except in cases where DineOS is expressly identified on the Platform as the seller within the Business Information, DineOS does not act as the seller of the Offer and does not assume responsibility for it. In such cases, the applicable general terms and conditions of the Business may also apply to the Offer in addition to these Terms.

4. Changes to these Terms and Conditions

DineOS may amend these General Terms and Conditions for Customers from time to time. Where any material changes are made, Customers will be notified in advance before such changes take effect, unless the amendments are required by applicable law.
If a Customer does not agree to the revised Terms and Conditions, they should discontinue use of the Platform.
Continued access to or use of the Platform after the effective date of the updated Terms and Conditions will be deemed acceptance of the amended General Terms and Conditions.

5. The Offer

DineOS displays the Offer on the Platform on behalf of the relevant Business, based on the Business Information provided by that Business. DineOS does not independently verify the accuracy, completeness, or correctness of such information and is not responsible for the fulfilment or execution of the Agreement between the Customer and the Business.
Products offered by a Business may contain ingredients or additives that can cause allergies or intolerances. Customers with known food allergies or sensitivities are strongly advised to contact the relevant Business directly, for example by telephone, to obtain up-to-date allergen information before placing an Order.

6. The Agreement

An Agreement between the Customer and the Business is concluded at the moment the Customer finalizes the Order by clicking the “Buy now” (or equivalent) button at the end of the ordering process on the Platform.
Upon receipt of the Order, DineOS will electronically confirm the Order to the Customer.
Customers who have not previously logged in or created an account may have the option to complete their Order as a guest. By placing an Order as a guest, the Customer consents to the creation of a temporary DineOS guest account. Unless otherwise stated in these Terms, this guest account:
a) can only be accessed from the device used to place the Order; and
b) will remain active for up to twelve months from the date of creation.
Access to the guest account will expire at the earliest of the following:
- six months after the Customer last accessed the guest account;
- twelve months after the guest account was created; or
- the date the Customer logs out or clears the browser/app cache on the device used to create the account.
The Agreement can only be fulfilled by the Business if the Customer provides accurate and complete contact and address information when placing the Order. The Customer must promptly notify DineOS or the Business of any errors in the information provided, including payment details.
The Customer must be reachable by the telephone number or email provided during the Order process, to allow the Business or DineOS to communicate about the status of the Order.
For delivered Orders, the Customer must be present at the indicated delivery address to receive the items. If the Customer is not present and DineOS is facilitating delivery, DineOS will make reasonable efforts to contact the Customer to determine a safe place for the Order. If contact is unsuccessful, DineOS may leave the Order at a reasonable location near the delivery address. DineOS is not responsible for the Order, including its quality or safety, once it has been delivered. If the Business delivers the Order directly, it will decide whether to leave the Order unattended.
DineOS may charge a delivery fee and/or service charge. These fees may vary based on factors such as location, selected Business, or Order value, and will always be displayed on the Platform before the Order is finalized. A receipt for delivery or service fees can be requested from DineOS.
For Orders collected by the Customer, the Customer must be present at the specified collection time and location as indicated in the confirmation received via email, SMS, or the Platform.
For Orders including Age-Restricted Items, DineOS and the Business may, in accordance with applicable laws, require the Customer to provide valid identification. If the Customer fails to verify their age or does not meet the minimum legal age, Age-Restricted Items will not be delivered, and DineOS and the Business may refuse the entire Order. In such cases, a cancellation fee may be charged, at least equal to the value of the Age-Restricted Items.
DineOS is not liable for the execution of the Agreement between the Customer and the Business.
After placing an Order, the Customer may voluntarily tip the courier using the available online payment methods.
Tips are intended solely for the courier and do not constitute payment for DineOS services. DineOS acts only as an intermediary for transferring tips.
DineOS will transfer the Tip to couriers directly engaged via DineOS. If a courier is engaged by the Business, DineOS will transfer the Tip to the Business and require the Business to pass it on to the courier. DineOS cannot guarantee or be held responsible for the transfer of Tips from the Business to the courier.
Once a Tip has been confirmed by the Customer, it cannot be refunded or returned.

7. Dissolution of the Agreement and Cancellation of the Order

Subject to the Customer’s statutory rights under Section 8(2), the Customer’s ability to cancel or dissolve an Agreement depends on the nature of the Offer. In particular, for perishable goods or items covered under Section 8(1), the Customer has no right to cancel the Agreement. Orders cannot be cancelled through DineOS. Cancellation with the Business is only possible if the Business explicitly states that Customer-initiated cancellation is allowed.
The Business may cancel an Order, for example, if the Offer is no longer available, if the Customer provides incorrect or non-functional contact information, or in the event of force majeure.
If a Customer submits a false or fraudulent Order—for example, by providing incorrect contact information, failing to pay, or not being present at the delivery or collection location—DineOS may refuse any future Orders from that Customer.
DineOS is authorized to refuse Orders or cancel Agreements on behalf of the Business if there are reasonable doubts regarding the accuracy or authenticity of the Order or the contact information provided. In cases of suspected false or fraudulent Orders, DineOS may report the matter to the authorities.

8. Withdrawal

8.1 Right of Withdrawal and Limitations

The Customer does not have the right to revoke or cancel an Order with the Business for the delivery of goods in the following cases:

The goods are not pre-manufactured and are produced according to the Customer’s individual specifications or clearly tailored to the Customer’s personal needs.
The goods are perishable or likely to expire quickly.
For reasons of health protection or hygiene, the goods are not suitable for return if their seal has been removed after delivery.
The goods are inseparably mixed with other items after delivery due to their nature.

For any part of the Order that does not fall under the exceptions above, Customers who qualify as consumers (i.e., natural persons acting for purposes predominantly outside their commercial or self-employed activities) are entitled to a statutory right of withdrawal.

8.2 Exercise of the Right of Withdrawal

Customers may cancel the Agreement with the Business within fourteen (14) days without providing any reason. The withdrawal period begins on the day the Customer, or a third party designated by the Customer (other than the carrier), takes possession of the goods.

To exercise the right of withdrawal, the Customer must provide a clear statement of cancellation (for example, by email, letter, or fax) to DineOS at:

Reactor Technology OÜ
Kesklinna linnaosa, Narva mnt 5,
Harju maakond, Tallinn, 10117, Estonia
Email: info@reactoragency.com
Phone: +49 157 73720817

It is sufficient to send the withdrawal notice before the end of the 14-day period to meet the deadline. Customers may use a withdrawal form (optional).

8.3 Consequences of Withdrawal

Upon valid withdrawal of the Agreement:

The Business must refund all payments, including delivery costs (except for additional costs resulting from a delivery method chosen by the Customer other than the cheapest standard delivery offered), without undue delay and no later than 14 days from the date the Business receives the notice of cancellation.
Refunds must be made using the same payment method used in the original transaction, unless otherwise agreed with the Customer. No fees may be charged for the refund.
The Business may delay the refund until it has received the returned goods or the Customer has provided proof of shipment, whichever comes first.
The Customer bears the direct costs of returning the goods.
The Customer is only liable for any diminished value of the goods resulting from handling beyond what is necessary to inspect their nature, characteristics, and functioning.

8.4 Model Withdrawal Form (Optional)

If you wish to cancel the Agreement, you can fill out the following template and send it to DineOS:

To:
Reactor Technology OÜ
Kesklinna linnaosa, Narva mnt 5,
Harju maakond, Tallinn, 10117, Estonia
Email: info@reactoragency.com
Phone: +49 157 73720817

I/We () hereby revoke the Agreement concluded by me/us () for the purchase of the following goods () / provision of the following service ():

Ordered on () / received on ()
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if submitted on paper):
Date:
(*) Delete as appropriate.

9. User-Generated Content

Any content shared, posted, uploaded, or transmitted by users—including Customers—on the Platform (such as ratings, comments, reviews, or other feedback, collectively referred to as “Reviews”) is considered non-confidential (hereinafter, “User Content”).
By submitting User Content, the Customer represents and warrants that they own or otherwise have the rights to all content provided, and that they are solely responsible for it. The Customer agrees that DineOS and anyone designated by DineOS may copy, distribute, display, incorporate, and otherwise use the User Content, including data, images, sounds, or text contained therein, for any commercial or non-commercial purpose.
Customers must not post, upload, or transmit any User Content that:
a) violates local, national, or international law;
b) is unlawful, deceptive, or fraudulent;
c) constitutes unauthorized advertising or promotional material;
d) contains viruses, malware, or other harmful programs; or
e) breaches DineOS policies, including moderation or review policies outlined on the Platform.
Customers are responsible for ensuring that their User Content complies with these Terms and Conditions and all DineOS policies. DineOS may use a combination of human review and automated tools to assess compliance and reserves the right to moderate, remove, or restrict any content it deems objectionable, unlawful, or in violation of its policies. The prohibitions listed above are not exhaustive; DineOS may take action on other content for any reason, including to prevent liability or harm to DineOS or third parties.
Reporting and Takedown: Customers are encouraged to report any User Content that may violate these Terms or DineOS policies. DineOS will review such reports and may remove the content or suspend the user responsible, as appropriate.
Further information about DineOS’s content moderation policies, including how to report content or appeal moderation decisions, is available in the Platform’s Help Centre.
Use of User Content: User Content on the Platform is provided for informational purposes only and does not constitute an endorsement or recommendation by DineOS. Reviews reflect the opinions of individual users and not DineOS. DineOS assumes no responsibility for errors, omissions, defamation, obscenity, or inaccuracies in User Content to the maximum extent permitted by law.
Cooperation with Law Enforcement: DineOS will cooperate with authorities investigating illegal or unlawful content. This may include providing information about Customers or other users who have posted, uploaded, or transmitted such content.
Customer Liability: DineOS is not responsible for User Content submitted by users. By submitting User Content, the Customer agrees to indemnify and hold harmless DineOS against any loss, damage, or claim (including related costs) arising from User Content that violates the representations, warranties, or restrictions outlined in this section.

10. Recommender Systems

DineOS uses recommendation systems on the Platform to present information and suggestions that help Customers discover relevant Businesses and Offers. Further details about the recommendation systems used by DineOS, including how they operate, are available on the Platform’s Help Centre or relevant information pages.

11. Payment

At the moment an Agreement is concluded in accordance with these General Terms and Conditions, the Customer is obliged to pay the Business for the Order. Payment can be made either through an online payment method via the Platform or directly to the Business at the time of delivery or collection.
Except as provided in these Terms, reimbursement of an online payment is only possible if the Order cannot be delivered in full. Refunds will be made to the same account or payment method used by the Customer for the original payment. Depending on the payment method, the reimbursement may take up to 10 working days to process.
The Business authorizes DineOS to receive the Customer’s online payment on the Business’s behalf.

12. Complaints Settlement

Complaints from the Customer regarding the Offer, the Order, or the performance of the Agreement must be directed to the relevant Business. The Business is solely responsible for its Offer and the execution of the Agreement. DineOS acts only in a mediating capacity and is not liable for the Offer or its fulfilment.
Complaints regarding the Services provided by DineOS should be submitted via the contact form on the Platform, by email, or by ordinary mail to DineOS customer service, using the contact details provided in Section 2 of these Terms and Conditions.
Upon receipt of a complaint, DineOS will acknowledge it as soon as possible, and no later than one week after receipt. DineOS will aim to resolve the complaint promptly, and in any event within two weeks of receipt.
Complaints under Sections 1 and 2 must be submitted promptly after the Customer becomes aware of the issue, must be clearly and fully described, and submitted either to the relevant Business (Section 1) or to DineOS (Section 2) as appropriate.
The European Commission provides an Online Dispute Resolution (ODR) platform, accessible at http://ec.europa.eu/odr. DineOS explicitly excludes participation in any Alternative Dispute Resolution procedures as referred to in Directive 2013/11/EU.
DineOS is neither willing nor obliged to participate in dispute resolution procedures before a consumer arbitration board.

13. Newsletter

When placing an Order, the Customer may choose to subscribe to the DineOS newsletter. The Customer can unsubscribe at any time via their account settings on the Platform or by contacting DineOS customer service using the contact details provided in Section 2 of these Terms and Conditions. There are no costs associated with the newsletter subscription beyond standard internet connection or transmission fees charged by the Customer’s service provider.

14. Inspection and Correction of Stored Personal Data

DineOS processes personal data of Customers in accordance with applicable data protection laws. The processing of personal data is governed by the DineOS Privacy Policy, which explains how Customers can access, inspect, and request correction or deletion of their personal data.

15. DineOS’s Liability

DineOS assumes no responsibility or liability for the content of Offers, Business Information displayed on the Platform, or the availability of the Platform.
Apart from the exclusions above, DineOS is liable as follows:

a. DineOS is liable in accordance with statutory provisions for reimbursement of damages or expenses (“Damages”) in the following cases:
- liability under the Product Liability Act;
- intentional or fraudulent misrepresentation;
- gross negligence;
- injury to life, body, or health;
- acceptance of a warranty by DineOS; and
- other cases of mandatory statutory liability.
b. DineOS is also liable for culpable breaches of so-called cardinal obligations according to statutory provisions. Cardinal obligations are those whose fulfillment is essential for achieving the purpose of the contract and on which the Business may regularly rely. If a breach of a cardinal obligation is only slightly negligent and does not cause injury to life, body, or health, claims for damages are limited to the typical, foreseeable damage.

c. Except as provided above, any claims for damages by the Customer against DineOS—regardless of legal grounds, including material defects, lack of rights, breach of contractual or pre-contractual obligations, or tort by DineOS, its legal representatives, employees, or agents—are excluded.

d. Any limitation or exclusion of liability also applies to the personal liability of DineOS’s legal representatives, employees, and agents.

e. These provisions do not change the burden of proof to the detriment of the Customer.

f. These provisions do not restrict the Customer’s statutory claims for default interest, claims under § 288(5) BGB, or compensation for costs reasonably incurred in enforcing legal rights.

g. Claims for damages by the Customer expire according to statutory limitation periods.

16. Other

These Terms and any Agreements between the Customer and DineOS shall be governed exclusively by the laws of the Republic of Estonia, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).
If any provision of these Terms and Conditions, or any part thereof, is found to be invalid or unenforceable, this shall not affect the validity of the remaining provisions or the Agreement between the Customer and DineOS regarding the Service or any Orders.
These Terms and Conditions may be provided in multiple languages, and all versions have equal validity. In the event of any conflict or inconsistency between language versions, the English version shall prevail.